CRM Integration Architect – III / ServiceNow Implementor

CRM Integration Architect – III / ServiceNow Implementor
Madison, WI (Remote within Wisconsin)
Work Arrangement: Monday–Friday, standard business hours (Remote within the State of Wisconsin; candidates must reside in WI or relocate at their own expense prior to starting)

Summary

The CRM Integration Architect / ServiceNow Implementor serves as the primary liaison between business stakeholders and the technical development team to ensure the effective implementation, integration, and adoption of ServiceNow solutions. This role leads requirements gathering, process design, configuration, testing, and deployment activities while ensuring alignment to best practices and organizational strategy. The position focuses on using out-of-the-box ServiceNow capabilities to streamline workflows, enhance user experience, and drive measurable process improvements. Responsibilities include designing scalable architecture, coordinating cross-functional collaboration, supporting change management, and delivering solutions that integrate seamlessly with enterprise applications and operating systems.

Qualification Questions

• Do you have 8+ years of hands-on experience implementing and configuring ServiceNow?
• Do you have experience delivering multiple ServiceNow module implementations or enhancements?
• Do you have strong knowledge of core ServiceNow modules (Incident, Problem, Change, CMDB, etc.)?
• Do you have experience with ITOM, integrations, automations, and CSDM?

General Responsibilities

• Lead and coordinate end-to-end ServiceNow implementation efforts, from requirements gathering to go-live support.
• Document current business processes, identify gaps, and translate stakeholder needs into functional specifications and user stories.
• Design scalable, compliant, and optimized workflows using out-of-the-box ServiceNow tools.
• Collaborate with ServiceNow developers, architects, and technical teams on configuration, data migration, environment setup, and deployment planning.
• Configure platform components such as forms, fields, workflows, approvals, notifications, and catalogs.
• Validate system functionality, conduct testing, and coordinate user acceptance testing (UAT).
• Support end-user training, documentation, communication, and change-management activities.
• Recommend enhancements based on new ServiceNow capabilities and industry best practices.
• Act as an internal consultant, mentor, and advocate to ensure high-quality, maintainable, and user-focused implementations.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or related field (or equivalent experience).
• 8+ years of experience implementing and configuring ServiceNow platforms.
• Proven success delivering multiple ServiceNow modules (ITSM, ITOM, CMDB, Discovery, Service Catalog, etc.).
• Expertise in integrations, automations, CSDM, and ServiceNow architecture best practices.
• Strong understanding of ITIL processes and frameworks.
• ServiceNow Certifications strongly preferred:
– Certified System Administrator (CSA)
– Implementation Specialist (ITSM, ITOM, HRSD, etc.)
– ITIL Foundation or higher
• Excellent communication, facilitation, and stakeholder engagement skills.
• Experience with Agile/Scrum methodologies (preferred).

Additional Desired Experience

• Ability to collaborate with senior leadership and cross-functional teams.
• Familiarity with enterprise-level application integration strategies.
• Strong analytical skills and ability to drive process standardization and optimization.

Contract Details

• Interview Process: Microsoft Teams
• Work Arrangement: 100% remote within Wisconsin